Frequently Asked Questions

NEED HELP?

TOP 10 FREQUENTLY ASKED QUESTIONS

How do I track my order?

You can track your order at the Track My Order link - enter your order number and the postcode for delivery and you can track the progress of your items.

Please check the items in your order to see whether they are available for immediate delivery, are custom made or have an extended delivery date. Standard orders dispatch in 2-5 working days after your payment clears. You will receive a shipping confirmation email as the order is processed through our despatch system and this email will have a link to Track Your Order. If you have any further questions regarding shipping, please review our shipping page.

How do I use a promotional code or credit?

If you have a promotion code, please enter this into the Promotion Code area underneath your address when you check out. Promotions cannot be added after your order number is issued, so please contact our customer service team before finishing the order. Please note that all promotion codes can not be used in conjunction with other offers - if you have more than one code, please choose the one that is best for you. If the code you are using is expiring that day and our customer service team is not available, please email us immediately so we can resolve your issue the following day.

I need my order by a specific wedding or party date. How quickly can I have it?

Many of the items we sell are custom made or may need to be ordered in for you, so we strongly advise you check the availability and shipping timeframe for each of the products you want to order. Items will be available for 3-5 business day shipping, 14 day shipping or 30 day shipping, which is noted underneath the prices on each product page on our website. We can rush many items listed on our website if you need them super-fast, so please call us or email us so we can check availability for your party date.

Please allow extra time for delivery if you live outside a metropolitan area. For more detailed information about our shipping, please review our shipping page.

Do you ship internationally?

No sorry, Pink Frosting no longer ships Internationally.

Has my order been shipped yet? Why is my tracking not working?

You will receive an email to confirm your order has been shipped so please check your email for the confirmation. Although your order can be ‘shipped’ the online tracking data will not update until later that night when the parcel has actually been collected and scanned by our couriers. You can track your parcel by entering the consignment note number in the tracking area at the courier's website located on your shipping confirmation email.

Can I come and collect my order?

Pink Frosting is an online only retailer - we only have one store and you are in it! Shop for your next party, wedding or other special event at Australia's leading online wedding and party shop without the hassle of parking and crowds! We can offer a collection service if you are in Canberra, but you do need to organise this before you place your order by emailed us at info@pinkfrosting.com.au. We do have express delivery available if you need your order fast. Please visit our shipping page for more information.

I'm in a rural location. Will this hold up my order?

We use a courier service to deliver your products to you, which makes shipping fast to most locations but if you live in Tasmania, Northern Territory, Western Australia or in a rural location, we recommend you leave at least 7-14 days shipping time for bulky goods on top of our standard delivery times on our shipping page. We can get your items to you fast even in a rural location, but as the courier will charge us a fee for this, we will contact you to discuss the quote before we process your order.

How do I know if the products I want to order are in stock?

Pink Frosting strives to keep all items in stock in quantities to meet your requirements; however like with all retail businesses, some items will sometimes run low, be discontinued without the knowledge of Pink Frosting or be backordered by our supplier. If an item you have ordered is unavailable in the advertised timeframe, our staff will contact you as soon as we are aware of this to let you know and provide you with the option to replace or credit your order. Items on our website listed as "Available" are to the best of our knowledge, available to ship to you within the advertised timeframe. If you have any questions about this, please email us at info@pinkfrosting.com.au.

I wasn't there to sign for the delivery. Can it be resent?

Pink Frosting's delivery charge covers the courier delivering to the shipping address you gave us one time only, or leaving the parcel if you requested this. Our courier or Australia Post charges us the same fee every time we have the parcel resent to your address, so we think it's only fair that if you didn't give us instructions to leave the parcel or you weren't at the address provided, we will need to organise a small redelivery fee which covers our costs. Alternatively, you can collect your parcel from your local courier office.

ORDERING

What are my payment options?

Pink Frosting accepts Visa and MasterCard credit card payments.

What currency are the prices on the Pink Frosting website?

All prices listed on Pink Frosting's website are quoted in Australian Dollars.

Will I be charged GST?

All prices on the Pink Frosting website include GST for Australian residents. For international orders, GST will not be applied.

Are online transactions secure?

Pink Frosting assures that all transactions conducted online are completely secure. Our website uses secure socket layer (SSL) certified to encrypt all of your personal information. We use strong security measures to prevent the loss, misuse and alteration of your information once it is in our records. If you are concerned about paying for your order over the internet, you can contact Pink Frosting to pay over the phone.

Can I order by phone?

As we are an onine store we need you to place your order online.

Do you have a printed catalogue?

Pink Frosting does not have a printed catalogue that can be sent in the mail. We do however maintain our product catalogue on our website, so we ask that you browse the website to view our products in detail.

Do you offer samples?

We work hard to provide detailed product descriptions and clear product images but understand that you may still wish to order samples. Personalised products as well as some products sold in sets are not available for purchase as a sample. However, Pink Frosting does not have a minimum order, so you may order just one of the product you wish to view. Sample orders will be charged the unit price of the product plus shipping and handling. Please email us us at with any questions about specific products.

How do I know if the products I want to order are in stock?

Pink Frosting strives to keep all items in stock in quantities to meet your requirements; however like with all retail businesses, some items will sometimes run low, be discontinued without the knowledge of Pink Frosting or be backordered by our supplier. If an item you have ordered is unavailable in the advertised timeframe, our staff will contact you immediately to let you know and provide you with the option to replace or refund your order. Items on our website listed as "Available" are to the best of our knowledge, available to ship to you within the advertised timeframe. If you have any questions about this, please email us at info@pinkfrosting.com.au

Do products arrive assembled?

Many of our products come with packaging options included. However, unless specified, products do not come pre-assembled. Please read the product description provided on the product page for details. If you are uncertain, please contact us for help.

Will I receive a confirmation of my order?

You will receive an email confirmation shortly after placing your order. Please review your order details carefully and contact customer service immediately if you wish to make any changes. Once your order has been processed and is ready to be shipped from our facility, you will receive a second email containing Australia Post delivery and tracking information. Order and shipping confirmation emails are sent to the shipping email address.

Do you ship internationally?

Pink Frosting can ship your order anywhere in the world. All of our delivery charges need to be quoted for international orders. Please contact us for a quote by emailing info@pinkfrosting.com.au

What is your policy on duties, taxes and brokerage fees?

For orders shipped to destinations outside of Australia, Pink Frosting can't be responsible for any duties, taxes and brokerage fees associated with the shipment. We also are not knowledgeable about country-specific import regulations and will not be responsible for fees/damages associated with noncompliance. We strongly encourage you to research all country-specific facts, information and regulations prior to placing an order.

SHIPPING AND FULFILMENT

ORDER TIMING - STANDARD TIMEFRAMES

Generally we will be able to dispatch your non-personalised and standard party items in 3-5 working days, but each product is different and we ask that you read the current order timing and status for each product to see how long it takes and whether express shipping is available on your items. It is important to remember that your items won't be dispatched until they are all ready - so if you order a pre-order item or item with a longer timeframe, your whole order will be delayed until that item is ready for dispatch.

Stickers, Personalised Invitations & Personalised Favours

Stickers, personalised favours and personalised invitations take up to 10 working days to be made for you. Once these are made, we will dispatch your order from our warehouse. Please allow extra time for delivery if you live outside of major metropolitan areas like Sydney, Melbourne, Canberra and Brisbane.

Bulk Orders

If you order in bulk (for example, over 25 favours), we will contact you to let you know the timeframe for delivery if we do not have enough stock in our warehouse for immediate dispatch. Some bulk orders may take up to 6 weeks to reach us, and then we will dispatch your order to you. Please allow extra time for delivery if you live outside a metropolitan area. For more detailed information about our shipping, please review our shipping page.

Pre-Order Items

Even if we sell out of many of our popular items, we may list these as "pre-order" and include the estimated timeframe for dispatch. Your whole order will be delayed until the pre-order items arrive. Once the pre-order items arrive, please allow extra time for delivery if you live outside a metropolitan area. For more detailed information about our shipping, please review our shipping page.

How do I check the status of my order?

To check on the status on your order, please visit the Track My Order page and enter your order number and postcode for an update.

What are my shipping options?

Will I receive a shipment confirmation?

Once your order has been processed and is ready to ship, you will receive and email containing a tracking number(s) which will allow you track your order on the Australia Post website. Some items ship separately and you may receive multiple emails with more than one tracking number.

Do I have to sign for the delivery?

Pink Frosting strongly recommends you request a signature when your items are delivered; however we offer you the opportunity to have your parcel left by the delivery driver if you are not home to receive the goods. Please note that if you request your parcel to be left, Pink Frosting takes no responsibility for the parcel being lost or stolen. Please write any instructions for the delivery driver in the comments box at checkout.

I wasn't there to sign for the delivery. Can it be resent?

Pink Frosting's delivery charge covers the delivery to the shipping address you gave us one time only, or leaving the parcel if you requested this. Australia Post charges us the same fee every time we have to have the parcel resent to your address, so we think it's only fair that if you didn't give us instructions to leave the parcel or you weren't at the address provided, we will need to organise a small redelivery fee which covers our costs. Alternatively, you can collect your parcel from your local post office.

My items have been lost. What do I do?

The first thing to do is contact Australia Post with your consignment note number handy. If your parcel cannot be located by Australia Post, we will lodge an enquiry from this end. Please contact info@pinkfrosting.com.au

CONTACTING US

How do I provide general feedback?

We would love to hear from you! We are constantly trying to improve our customers' experiences and would greatly appreciate any feedback you can provide, both good and bad. Please email info@pinkfrosting.com.au . You can also leave feedback on each of our products by visiting our product pages and leaving a rating and comment for others to read about your experiences.

I am a vendor. How do I submit my products for review?

We are constantly looking for unique products to add to our selection. Vendors who are interested in submitting product samples to Pink Frosting for consideration are encouraged to email product images and pricing information to info@pinkfrosting.com.au .

I have a general enquiry. Who do I contact

The wonderful Pink Frosting team is here to help you create magic for your wedding, party and special occasion. For customer service and order related communication, please email us on info@pinkfrosting.com.au